Distribute a new conversation automatically to an available operator
In Automatic mode, the system assigns a new conversation to the eligible Online operator carrying the lightest load, so no operator is manually chosen.
When this happens: FR-25 creates or reopens a conversation and routes it.
How it works
- EasyCRM builds the eligible set: operators who are Online, hold
EasyCrm.InboxandEasyCrm.Conversations.Reply, are not deactivated, and (if a cap is configured) are underMaxOpenConversationsPerOperator. - Among the eligible set, selects the operator with the fewest currently open conversations.
- Sets
User,ResponsibleUserId= the selected operator. - Writes
AssignmentHistorywithAutoDistribute. - EasyCRM sends the UC-10.4 conversation assigned notification and moves the conversation into the operator's Inbox views.
Other paths
Tie on open-conversation count
If two or more eligible operators are tied on open-conversation count. Selects the one whose last assignment (any kind) happened longest ago.
If something goes wrong
No eligible operator
If the eligible set is empty (everyone Offline, Busy-only-no-new, or at capacity). The conversation is left Unassigned instead.
Good to know
- Eligibility requires Online availability, the two permissions, active status, and headroom under the configured cap. |
- Selection favors the lightest current load, tie-broken by longest idle since last assignment. |
- Automatic distribution runs outside the requesting your visibility scope — it is system-trusted routing logic, not a user-initiated query.